Genesys Cloud Platform

Genesys Cloud is the platform for rapid innovation — for organisations of any size and any industry. It’s an API-first solution, with more than ten years of testing, refinement and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multi-tenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud.

Genesys Cloud Platform

Genesys Cloud is the platform for rapid innovation — for organisations of any size and any industry. It’s an API-first solution, with more than ten years of testing, refinement and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multi-tenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud.

Genesys Innovations

Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.

Migrations

The cloud awaits. From on-premises to cloud, cloud to cloud, or from one Genesys solution to another — we’re here to guide you through the process and make sure it’s a smooth move. Learn more about our guided approach to contact centre migrations.

Genesys Innovations

Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.

Genesys PureConnect

Available both on-premises and in the cloud, the PureConnect™ platform is the omnichannel contact centre solution for mid-market to large organisations. Simple to administer and built to integrate with your other systems, you can tailor this platform to meet your specific needs and unlock additional features with subscription licences.

Genesys Innovations

Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.

Partners

As a partner or independent consultant, you can count on Genesys for the technology, rewards and opportunities to grow your business. Customers can take advantage of a wide range of Genesys partners to move your project from planning to execution and beyond.

Learn

Apply best practices, skills and understanding to design, implement and sustain a successful strategy. Genesys Customer Success gives you access to expertise that’s built on years of experience powering the best interactions around the world.

Genesys SoftAgent for Cisco

Benefits

Sustaining service levels is critical to your contact centre. You must ensure continual readiness to provide service if you want to retain customer loyalty and meet business goals. With effective tools, you can establish a path to business continuity for front, remote and back-office contact centre staff.

Agent status features of Genesys without the need for workstation softphone

Alternate agent controls should there be a workstation or CRM system failure

Overview

The Genesys SoftAgent application supports your need for agent availability by providing agent state controls on alternate devices such as desk phones or vendor equivalent software phones. Supervisors and team leaders can also take advantage of an optional activity monitor user interface to gain broader visibility of their respective team’s status, and manage availability of their team members.

The SoftAgent application provides an alternative way to manage agent state when available workstation software doesn’t provide similar capabilities, isn’t accessible or when agents have a preference for working only with the phone interface.

Features and functionality

The SoftAgent application for Cisco allows web-enabled Cisco IP phone users to log in, go ready, not ready, set after call work (ACW) or log out from their phone using soft buttons on the phone display. When setting not ready, reason codes can be selected to more effectively communicate the state.

Labels on the phone soft buttons are configurable in text and position. The design of the phone application accommodates the use of all the standard phone features and allocated buttons, and blends with other service applications enabled on the phone. The SoftAgent application supports Genesys and Active Directory login authentication, and is configurable via Genesys Administrator/CME. It also supports a load-balanced active-active high-availability model.

The SoftAgent application combines Active Directory and Genesys security controls to constrain access and agent group visibility to the monitor.

The optional Agent Activity Monitor allows management to access real-time agent status, including agent group or all extensions on a given switch, via any web browser. From this view, users can set one or more agents ready, not ready or log them out. This is an ideal tool to close the contact centre in an emergency or log out agents who are no longer available.

Technical overview

The SoftAgent for Cisco application is a combination of Cisco web-enabled phone sets, such as the 7900 series, Cisco UCM configuration and Microsoft Internet Information Services (IIS). The SoftAgent application resides on one or more IIS servers and access is controlled via Windows/IIS security policies.

To support large-scale deployments (800 or more) of phone sets, it is recommended that multiple IIS servers be deployed in an active architecture with an HTTP load-balancer distributing requests. HTTP session management is not required.

Phone set users are required to log into the Genesys infrastructure using their Genesys usernames, which may contain an optional password. The extension of the phone is discovered from the phone set.

Users of the web-based Activity Monitor view are required to be logged into their workstation that uses Windows integrated security to perform single sign-on to the website. Further Windows security controls, in tandem with Genesys access security, may constrain access to the application and visibility to agent groups.

About Genesys Professional Services

Genesys Professional Services helps customers and partners succeed through expert business consulting and industry experience, unsurpassed software solution planning and training, proven implementation strategies, and experienced project management. We offer a wide variety of packaged and custom-tailored development solutions to provide an implementation strategy that meets specific client requirements.

Technical requirements

Microsoft IIS version 6/7/7.5

Microsoft .NET 3.5 Framework

Genesys CIM 7.5 through 8.1

Cisco UCM 7.x, UCM 8.x

Cisco 7900 series web phones

Cisco IP Communicator 7.x, 8.x

Internet Explorer 7 through 9

Firefox 3 through 11

Chrome 6 through 18

Take this information to go

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility.